Black & freezing playback

Forum|Forum|1 year ago
January 29, 2025
4 replies
959 views

Hello, please help.

The preview screen either appears dark, as shown in the first photo (completed project), or freezes everything within its area, as seen in the second photo (new project). However, it does display the video when switched to full-screen mode (third photo). It renders everything, audio, timeline, everything works—except for the Reference and Program Monitor windows.

Everything works fine about 1 out of 20–50 times when launching Premiere Pro. It seems like there’s no issue, but as soon as I restart Premiere or my laptop, the preview stops working again. I have no idea when or why it starts working again.

I’ve tried everything available online—changed the project settings to "Mercury Playback Engine Software" (which worked once immediately after a restart). I also switched it back to "Mercury Playback Engine GPU Acceleration (CUDA)," and it worked as well, so I don’t think that’s the problem.
I also Updated my NVIDIA drivers (tried both STUDIO and GAMING versions)—again, it worked temporarily but stopped after a restart.
Windows updates are all installed.

Honestly, I’m desperate at this point. The laptop is new, and I’ve never had issues like this before.

Laptop model: HP Victus Gaming 16 r0014ua
No cache or unnecessary files. Memory is not overloaded.

Laptop specs:

Processor: Intel Core i5-13500H
Graphics: Nvidia GeForce RTX 4050 + Intel Iris Xe Graphics
RAM: 32GB DDR5
Storage: 512GB SSD

Peru Bob

Community Expert

Have you tried disabling the Intel graphics?

Did you update the Intel driver also?

S

saad38526341wxvr

Participant

Hi I have the same issue with me Victus 16, did you find a solution?

A

Artur_Ovsepian5764Author

Participant

Hey, I actually found the source of the problem myself.

Turns out, the person who installed Windows for me had set the scaling to 175%. When I changed it back to the default (125%), everything started working perfectly.

Premiere Pro runs smoothly, and the preview works as well.

You just need to go to Settings > System > Display > Scale and set it to the recommended value, which I believe is 125% for you too.

Let me know if this helps.

Kartika Rawat

Community Manager

Thanks for the detailed post. Have you already tried resetting preferences and deleting cache files? Also, please make sure you're on the latest studio version of drivers

Let us know how it goes.
KR